Customer Service and Fulfillment: Storage, Picking, Packing, Shipping.
Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
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Transcript of Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
BMC IT Service Managementone size does not fit all
Erin Avery, Sr. Product Marketing Manager
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First – a little about BMC.
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The market leader in ITSM solutions
25,000+ customers across 132 countries
Development centers around the world
8th largest publicly-traded ISV
$2.1 billion annual revenue
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Our view of IT Service Management.
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Different Organizations – different needs
ITSM Process
Standardization
ViewpointStandardize processesMaximize efficiency
RequirementsOOTB ITIL processesCMDB capabilityDeployment flexibility
ITSM/BSM Focus
ViewpointIT transformationProve Business value
RequirementsService orientedManage service costCloud Service Management
Optimize Help Desk
Capabilities
ViewpointStraightforward needsCost is key concern
RequirementsLow cost of entryEase of useFast time to value
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Users are Tech-Savvy… Right?
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What users expect…
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Easy to ConfigurationVisual and IntuitiveKeyword SearchRole Based Presentation of Services Service Descriptions, Categories & Sub-CategoriesService Costing Automated Approval RoutingIntegrated Request Fulfillment and Auto-Deployment
Service Catalog & Request Fulfillment Business Context
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Software/ Application RequestApproval Requested
Software Licensing Management
Flexible Architecture Requires No Programming
Software Deployed
Route for Approval
No Burden on IT Staff
Compliance Reporting & Alerting
Seamless Customer
Experience
Ticket Generated
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Integrated IT Service & Asset Management PlatformCertified for 10 ITIL Processes Drag-and-drop ConfigurationService CatalogBusiness IntelligenceSoftware License ManagementCradle to Grave Automated Asset Management
BMC FootPrints
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Learn more at www.bmc.com